We want every meal ordered through MealApp to be a great experience. Most of the time, it is. But when something goes wrong with an order in Antwerp, you deserve to know exactly what happens next, who handles it, and how quickly you can expect a fix. This policy explains how delivery times work on our platform and when you are entitled to a refund.
How Delivery Works
MealApp is the technology platform that connects you to your favourite restaurants. We build the app, the ordering flow, and the payment tools that make it easy to place an order in a few taps. We are the software layer that sits between you and the kitchen.
Partner restaurants handle their own deliveries. Some restaurants use their own in-house riders, and others work with third-party courier services they trust. MealApp does not employ delivery drivers. This is an important distinction, because it means the restaurant controls how quickly your food leaves the kitchen and reaches your door.
Estimated delivery times shown in the app come from the restaurant itself. These are honest estimates, not guarantees. During busy periods (Friday and Saturday evenings, public holidays, big sporting events) or in bad weather, actual delivery times can be longer than the estimate. We ask for your patience when this happens, and we always encourage restaurants to keep you informed.
Cancelling an Order
The rules for cancellation depend on where the restaurant is in the preparation process.
- Before preparation starts: If the restaurant has not yet accepted your order or started cooking, you can cancel the order for a full refund. Move quickly here, because most restaurants confirm orders within a minute or two.
- After preparation starts: Once the restaurant confirms your order and begins cooking, the order usually cannot be cancelled. Fresh food cannot be put back on the menu or resold, so the restaurant has already committed to the ingredients and the labour. We ask you to respect this rule the same way you would in a dine-in setting.
Refund Eligibility
You are eligible for a refund in the following situations:
- The order never arrived: If your food does not reach you and the restaurant cannot confirm delivery, we will refund you.
- Items are missing from the order: If part of your order is not in the bag when it arrives, you can request a partial refund for the missing items.
- The food was severely damaged or incorrect: For example, the packaging was crushed and the meal is inedible, or the restaurant delivered a completely different dish from the one you ordered.
Important note: Complaints about subjective food quality are not automatically eligible for a refund. If a curry was not spicy enough for your taste, a steak was cooked a little more than you like, or a pizza had less cheese than you expected, we cannot refund the order. These are matters of personal preference and kitchen style, and the restaurant is the right place to share that kind of feedback so they can improve for next time.
How to Request a Refund
If something goes wrong with your order, follow these three steps:
- Contact the restaurant directly first. Their phone number is on your order receipt. Restaurants can usually solve the problem the fastest, for example by sending the missing item, replacing a damaged dish, or arranging a same-day resolution.
- If the restaurant cannot resolve it, email us at team@mealapp.net within 24 hours of the order. We treat every refund request as a priority. Contacting us within 24 hours gives us the best chance of fixing the issue while the details are still fresh.
- Include the right information in your email. Please send us your Order ID, a brief explanation of what went wrong, and photos of the food or packaging if the meal was damaged, incorrect, or incomplete. Clear photos help us make a fair decision quickly.
Refund Processing Times
Once we approve your refund, we start the payment reversal on our side straight away. From there, the funds usually take 3 to 5 business days to appear back on your original payment method. The exact timing depends on your bank or card provider. If you do not see the refund after 5 business days, write to us at team@mealapp.net with your Order ID and we will chase it up with the payment processor for you.